Customer Success Manager

Job Description

The Customer Success Manager is a pivotal role within CharacterStrong, dedicated to ensuring that our customers receive unparalleled support and guidance throughout their journey with us. Our Customer Success Managers are instrumental in driving customer satisfaction, product adoption, retention, and expansion of services, ultimately contributing to the long-term success of both our customers and CharacterStrong.

CharacterStrong’s Background & Mission

CharacterStrong, a FullBloom Company, is a fast-paced, tech education company that makes PreK-12 digital, social-emotional learning curricula and offers professional learning opportunities to support schools with implementation. There’s currently a team of more than 90 full-time employees and over 30 contractors and interns collaborating to bring this work to life. Our mission is to create a more loving world by equipping educators with tools to teach the critical social, emotional, and character skills necessary to foster a more empathetic, connected, and generous world. In less than 10 years, our aim is to have reached 50 million students and over 2 million educators. We were ranked by INC. as the 449th fastest-growing private company in the country.

At CharacterStrong, you will have the opportunity to positively impact education, both in the United States and internationally. CharacterStrong employees offer their innovation, dedication to excellence, and compassion to help produce transformational curricula and professional learning for educators.

CharacterStrong’s Company Values & Norms

• We Produce Excellence - Producing timely, quality results and consistently asking the question, “How can we make this 1% better?”
• We Take Full Ownership - Taking initiative to drive work forward, demonstrating responsibility when things do not go according to plan, and being proactive in closing identified gaps.
• We Practice Kindness - Exercising inclusion, care, and empathy with others, balancing honesty with compassion, and cultivating the well-being of self and others.
• We Problem-Solve - Identifying issues, analyzing for understanding, and taking action to implement the best possible solution.

Customer Success Manager Responsibilities

• Strategic Relationship Management: Serve as the lead point of contact for senior district leaders, fostering high-trust, collaborative relationships.Navigate complex district structures and stakeholder networks to ensure alignment and buy-in at all levels.
• Build Healthy Customer Relationships: Develop and nurture strong, long-lasting relationships with customers by delivering scalable and value-driven engagements.
• Drive Adoption and Satisfaction: Lead strategic planning and implementation support to help districts achieve measurable outcomes with CharacterStrong's solutions. Support the district in building internal capacity to scale and sustain implementation.
• Manage a Book of Business and Renewals:Proactively manage the renewal process, ensuring on-time renewals, accurate forecasting and identification of potential risks.
• Serve as a Customer Advocate and Advisor: Act as the voice of the customer within CharacterStrong, advocating for their needs and providing feedback to relevant teams. Consult on how to increase adoption and improve customer ROI.
• Monitor Progress and Adoption: Track customer success metrics and monitor their progress and adoption of our products or services, intervening as needed to drive desired outcomes.
• Identify and Support Expansion Opportunities: Partner with Sales to identify and pursue opportunities for expansion within the district, based on demonstrated need and strategic alignment.
• Prepare and Facilitate Customer Meetings: Conduct regular check-ins with customers to fine-tune strategies to increase effectiveness and efficiency (e.g. account reviews, webinars, demos, and other proactive interactions).
• Maintain in-depth knowledge of our products: Help effectively assist customers and inspire product loyalty.

Required Qualifications

• Ability to attend in-person meetings with districts and other local partners.
• Minimum of 3 years experience in a customer-facing role, such as Customer Success, Account Management, Sales, or Professional Services, preferably with large or complex accounts.
• Strong understanding of the K–12 education landscape, with a preference for candidates with experience supporting public school systems or EdTech implementations.
• Proven ability to build and manage executive-level relationships, especially within large public institutions such as K–12 school districts.
• Self-starter who is comfortable working independently
• Highly organized and detail-oriented, capable of managing multiple stakeholders, timelines, and data points across a large district.
• Produces timely, quality results and consistently asks the question, “How can I make this 1% better?”
• Excellent strategic thinking, problem-solving, and communication skills—able to guide district leaders through complex planning and adoption strategies.
• Efficient with CRM’s, Google Suite applications and other business apps such as: Slack, Zoom, Notion, Quickbooks, and Hubspot preferred
• Ability to travel up to 15%

Other Duties:

• Performs other duties as assigned.

Salary & Benefits

• Ability to earn up to $25,000 annually by achieving retention-based performance metrics.
• New laptop computer and other needed equipment
• Medical, Dental, and Vision Insurance
• Employer-provided Life Insurance at no cost to employees.
• Paid parental leave after 12 months of employment for eligible employees
• Flexible Time Off, 6 Paid Sick Days, 11 Paid Company Holidays

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Salary: Starting Salary Range $75,000-$85,000 commensurate with experience

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